Once you identify the need for solid processes, it’s easy to implement them into your world
Well, we’ve all been there before. That moment when you ask, “How do we get this done?” and the answer becomes “I think we’re supposed to… (insert vague chain of thoughts)”. Kind of the same as asking, “Why do we do it this way?” and being told, “Because it’s always been that way.”
But, once we make it to this juncture, we can at least make three assumptions:
- There needs to be a proper process put here.
- There needs to be ownership of this new process.
- There needs to be checks and balances in place to ensure this is the right process.
Why We Need Processes to Get the Job Done:
Let’s look at an example: Company X has a department that receives requests from customers to have additional services. Sometimes those requests are sent to the team via email, sometimes by phone and sometimes it’s just a note on a desk.
Well that can’t possibly work. Who’s keeping track of the work? How is it be charged? Is the additional services being tracked to ensure it is really helping the customer? All of these things would be easily answered if there was a solid process in place for this task.
First, the company needs to figure out how all the different methods of communication for the work is coming in. Then identify every single point of contact that could possibly make this request. At that point, the team actually performing the work must choose how to formally process the requests.
In this case, we will assume that a ‘request’ is generated in an internal system that the ‘working’ team utilizes for normal requests. With that said, all the points of contact will need to be pulled into a meeting and quickly provide everyone with two things: a background to the discovery and a proposal of how this new proper procedure should be executed. (In this case all requests must only be generated via the internal “ticketing” system). As with anything, user buy in is key to getting a new solid process adopted so a few things need to be highlighted.
How to Help Your Team Adopt the Process
- By doing this, we will have a set repository to review all work completed for a customer (the ticketing system)
- We can hold the processing team accountable to acceptable turnaround times and SLAs can be implemented to set reasonable expectations with the customer and the service provider
- Performance can be monitored against historical data to determine if the services added were helpfully
- Billing the services can be crossed referenced now to the work being properly worked and documented in the ticket that came through the team doing the work!
Putting a set process in place doesn’t just cover the steps to get the job done, it ensures that everyone who needs to know about the work will absolutely know what is happening.
The Benefits of Our New Process:
- The representative of the account has all the history of activity for the customer in one place.
- The team doing the work can see what has happened with the customer historically from one place.
- Whenever multiple teams have one place to access and see all the activity for a customer, it’s a win win!
- When a review of performance for the customer is completed, it’s clear if any work was beneficial or not effective for the desired results.
- In some cases, the information is also residing on a dashboard for the customer and it’s all the same information… so everyone is on the same page!
Now, the next time someone is looking for these requests, it will be extremely clear and easy to find. It will be seamless… It will just be part of how it all works… and when no one is asking why we do it ‘this way’ then we’re headed in the right direction!
One note: Always continue to examine these processes since we all know that as the world evolves, so does any work environment. Running through these processes periodically to ensure they are still relevant in their effectiveness will only help keep you and your company on the cutting edge of optimized performance!
So, the next time someone asks “How do you get this done?” you’ll have the answer ready! “It’s a process. Here, let me show you…”